Technical Support Specialist

The Technical Support Specialist provides vital assistance to end users, addressing hardware, software, and network-related issues. This role involves resolving user queries promptly, ensuring high customer satisfaction, and escalating complex problems when necessary. Additionally, you will oversee the IT department’s ticketing system, prioritizing and resolving requests efficiently. Beyond troubleshooting, key responsibilities include monitoring system backups, onboarding new users, configuring end-user computers, and supporting the smooth operation of IT services.

Position Responsibilities

• Handle incoming support requests via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot hardware, software, network, and system issues.
• Collaborate with other IT team members and departments to solve complex technical problems.
• Document all troubleshooting and resolution steps for future reference.
• Design, implement, and optimize workflows to automate routine support tasks.
• Customize the ticketing portal to improve user experience and optimize workflow processes.
• Configure, install, optimize, and decommission IT assets as required.
• Handle user onboarding and offboarding, including account setup.
• Provide orientation and training on IT systems, tools, and best practices for new hires.
• Ensure new users have appropriate access to systems and applications based on their roles.
• Conduct basic user training where needed on system functionality and tools.
• Contribute to the creation and maintenance of internal knowledge base documentation.
• Identify trends and recurring issues for continuous improvement initiatives.
• Perform regular system checks, backups, and monitoring tasks.
• Ensure that updates, patches, and preventive maintenance are applied.
• Monitor system backups to ensure data integrity and availability.
• Address and resolve any backup failures or errors in a timely manner.
• Ensure adherence to IT policies, procedures, and standards.
• Coordinate with vendors when necessary for servicing or replacing defective devices.

Position Requirements, Experience and Considerations

• Post-secondary degree preferred, or combination of experience and professional training
• Professional certifications a plus (CompTIA, ITIL, Microsoft)
• Experience in a Service Desk or technical support function is considered an advantage
• Experience in a Market Research or call center environment is considered an advantage
• Strong working knowledge and troubleshooting skills for Microsoft products (Windows, Office)
• Excellent time management and organizational skills
• Excellent written and verbal communication skills
• Highly self-motivated, proactive, and results-driven
• Must be able to work the afternoon shift (12pm to 8pm EST)